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Contact Centre, Operations and Performance Management (30)
People, Organisation and Leadership (26)
Customer Feedback and Action (18)
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Feature of the Month
Why don’t we listen, prioritise and act on what our customers are telling us?
Ian Morton discusses how many companies are failing to prioritise and drive their business change programmes based on what their customers really experience. He provides guidance for improvement and clear action steps to help you get there.
All Articles
Why don’t we listen, prioritise and act on what our customers are telling us?
June 2010
Ian Morton discusses how many companies are failing to prioritise and drive their business change programmes based on what their customers really experience. He provides guidance for improvement and clear action steps to help you get there.
Crowdsourcing and crowdservicing
April 2010
In this paper given at the PPF Annual Conference, Peter Massey looks at how two major applications of social media are changing traditional contact and contact centres.
Are you a “two heads” or “too many cooks” kind of person?
February 2010
In this article, Ian Mapp examines aspects of crowdsourcing in relation to customer service, and offers some tips to help you use it successfully.
Waving not drowning
January 2010
Susan Caesar explores the theme of “it’s raining projects” from a customer-oriented perspective and provides advice on how to implement organisational change - and be successful in the process.
Up Close & Personal
November 2009
Susan Caesar discusses the importance of understanding the causal link between employee behaviour and customer behaviour.
Let's hear it for the silent majority
October 2009
Ian Mapp discusses how companies are failing to build valuable relationships with the silent majority of their loyal customers.
Why counting harder isn’t the answer
September 2009
Gary Ransom explores a common and mistaken reaction to problems in a customer facing operational environment and explains why, if you don’t know what’s really causing your problems, the answer is unlikely to be found by counting contact reasons harder.
How useful is a wiki?
July 2009
Sue Cooke, consultant at Budd, discusses the key role a call centre agent played in designing a financial services contact centre wiki and highlights the key factors in making it a success
Jeff Bezos video - talking about "everything he knows"
July 2009
Jeff Bezos, CEO of Amazon, talking about some early “dumb things” and “everything he knows”
The 5 minute guide to Best Service is No Service
May 2009
This article explains how to put "Best Service is No Service" into practice